What Causes Ghost (Archived) Messages w/ No Activity to Reappear?

  • 11 April 2024
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We have a user who has reported “Ghost” emails, sent only to them, that were previously archived, reappear in their personal inbox.  There seems to be no activity that would trigger this behavior.  Has anyone else experienced this phenomenon?  Is there any administrator-accessible forensic data, that can be examined to determine why these emails are reappearing? 


Best answer by JohnW 15 April 2024, 22:10

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Thanks to Tia @ Front Support ! 👍🏻

“These cases occur because we receive a notification that something about the message has changed on the O365 side, but we currently don't know what changed. We just query the current state of the message in O365, which may or may not have been synced with the Front's state in the past. If the message was never in Front to begin with, we'll import it for the first time. If the message was already in Front, we'll reopen it or change the status. 

Our engineering team has been investigating this issue as we have been receiving an uptick in reports about it. Based on the investigation, we’ve determined that the best solution is to move affected clients to our latest sync experience.

This transition will create a more reliable sync experience between Front and Exchange/Office365, as we will stop syncing actions taken in Front like reading, archiving, or tagging. The following actions will continue syncing between Exchange/Office365 and Front:

  • Emails sent 

  • Emails received

  • Emails marked as spam

  • Emails unmarked as spam 

It’s important you know that all of your email conversations will continue to be accessible across both systems.

We have been testing these changes extensively with customers for the last two quarters, and the feedback on the experience has been positive.